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DMA: Data and Marketing Association
Consumer Help

3 Steps to Improving Customer Loyalty

Overview

Today, we are in the ‘Age of the Customer’ where the customer is in control of the information they want, when they want it and through the channel of their choice. The days that customers were won solely at the point of purchase are now over. Customers want personalized communications with a seamless end-to-end experience, rather than have a fragmented and unfulfilled communication journey. Only when such an experience is offered as standard for every transaction will an organization be able to retain the customer’s loyalty.

By 2020, the customer experience (CX) will overtake price and product quality as the key brand differentiator for consumers (source: VisionCritical). With CX on the rise, it is imperative that data be used to gain a clear understanding of your customers to ensure interactions and experience are consistent, meaningful, accurate, and even exceptional.

Attend this webinar where Corrie Brague and Laurent Ghio will discuss the “3 Steps to Improving Customer Loyalty.”

During this session, you will learn:

  • How to know your customers through data
  • The importance of understanding your customers journey
  • How to measure the impact of change

Speaker(s)

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Laurent Ghio

Strategic Marketing CX SaaS
Quadient

Laurent Ghio is an expert in the field of Customer Communication Management. He is a certified CX professional with both a master's degree in Computer Science and an MBA. He defined the initial Digital Strategy for Neopost Group and has played a major role in the acquisition of GMC Software (the leader in CCM) which is now part of the Quadient Neopost division. Laurent is now in charge of the Cloud strategy and SaaS solutions at Quadient.

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Elizabeth Dailing

Senior Director of Portfolio Marketing
Quadient

Elizabeth Dailing is Senior Director of Portfolio Marketing for Quadient. She is focused on positioning and expanding Quadient’s solutions in the Customer Communications Management (CCM), Digital Experiences and Data markets - all aimed at enabling an extraordinary Customer Experience. Her background includes strategic marketing, enterprise software sales, and marketing management in multiple data domains: security, movement, integration, and data quality. She earned her EDA certification from Xplor, her master’s degree focused on consumer research from the University of Illinois at Urbana-Champaign and MBA from ESLSCA, Paris, France.

Sponsored by:

Follow along on twitter:

  • #DMAWebinar

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